K9 to 5 Inc

I did meet with the customers after hours per their request and I did send a photo of my service tech who would be coming out to the jobsite per their request, as they have stated. My service tech was injured two day prior to the scheduled date and off work and as stated unfortunately I was out...

of town during the scheduled work date, the customer had cancelled the original work date due to unforeseen circumstances and it was rescheduled for a week that I would be out. My superintendent who was filling in for me was not aware that I had sent a picture of the tech who was expected to arrive so he was not aware that there would be an issue sending someone else to complete the work. My tech who was on site started he started in the garage where he was to relocate a light switch from one wall to another. This wall and ceiling were both drywalled so he had to use a flex bit to get the holes drilled through the framing behind the drywall, he was drilling blind. My tech said his bit hit a nail in a fire block in the stud space and veered off coarse and through the drywall. The customer was at the door asking what happened before he had a chance to notify her of the hole.  He was than asked to stop working and leave her home, which he did. This employee has been with me for over 16 years and this is the first time he has been asked to leave a home. Unfortunately with me being out of town and my supervisor out in the field he did not immediately have a contact number for the customer to try to access the problem. When he finally got back to the office a few hours later, long after my tech had left the jobsite he made a judgment call not to contact the customer because she had asked us to leave so he thought he may make the situation worse by contacting her. When I got back in town and after some phone tag I did talk to the customer who wanted me to pay for the drywall damage and than send my original service tech out to complete the work. I pointed out to him that it was clearly stated on my proposal "Although we will make every effort to avoid drywall damage, we are not responsible for any repair or painting that may be necessary". and I would not pay for the drywall damage. I told him we are adding thing behind walls in finished rooms, more time than not we are successful however their are no guarantees, if you want a guarantee I would have to include a drywaller and painter in my proposal and open the walls up to add the wiring. I don't believe he was happy with my response and I don't believe his wife was going to be comfortable with us back in her home so I decided it would be best if he found someone else to do the work and we could agree to disagree and end our relationship here.  I take this very seriously and I take great pride in the reputation of my company, after 22 years in business this was the first time I had to defend my company on Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have owned 3 houses and have never needed to file a complaint with any business that has done work in my home. I was not irrational in my request to have the worker leave until the matter was resolved. I can't imagine anyone that would want work to continue after such a mistake was made.
Regards,
[redacted]

After doing some research because I do take this claim serious, [redacted] initial phone call went into a voice mail of someone who had just left for vacation. He than left his other voice message with Joe who runs our commercial work and would not handle this service work. I do not consider this...

an excuse just an explanation, the phone call should have been transferred internally so we could respond to the issue. We do have extensions for residential service calls with cell phone numbers included further down the voice mail chain that would have gotten [redacted] to the appropriate person. We did call [redacted] on 5-01-17 and scheduled an appointment to take care of the issue on May 3rd, however when we showed up we had no access to the home. We have also called again on 5-4-17 to attempt to reschedule and were told he was to busy and could not commit to a time. We are awaiting a call back from [redacted] when he is available to give us access to the home.As for the complaint that we had cut holes to add wiring and left the drywall laying on the floor. We were scheduled by the builder to come back to the home before the closing to add a catv line and receptacle. This was added after drywall therefore we did have to cut hole in the wall. We do not repair drywall for builders, we open the wall to add the wiring and leave the pieces behind so the builder can use them to patch the holes. I would not know why the holes were not patched.